-
An out of the box option to create a routing rule based on the CC field of a sender email
It would be useful to add an out of the box option to create a routing rule based on the CC field of a sender email. Some users place the email address (associated with a queue) in the CC field only, and those cases auto-create but they do not get routed to the appropriate queue because the email address is not in the 'To' field. The CC field would be especially useful if you are have two queues that are sharing one case type, because then the routing rules need to be more complex in order to route the emails to the right queue. -
Unified Routing - Queue Item Views - Quick Find Search Should Allow Searches on Case Numbers (Related Fields)
For Queue Item views we should be able to gets results when searching on a Case Number in the Quick Find search.
The grid search relies on the columns defined in the Quick Find view of the specific entity. In Customizing if you select any Quick Find view, and click the "Add Find column", you cannot select columns coming from related fields. Therefore, even if you have added the Case Number (a related field) as a View column for the Queue Item, the Quick Find search will not work.
You’re offline. This is a read only version of the page.
